Net Promoter Score (NPS) is an index used to measure a variety of different levels of sentiment with customers. It can be used to gauge satisfaction with a product or business practice. It can also be used to categorize a customers overall satisfaction with an organization.

Within Loop, the NPS field allows surveys to be configured with a question type that will ask customers for a ranking on a zero to ten scale of satisfaction. To enable this feature for Surveys navigate to "Content > Categories"

Figure 1 - Navigating to the Categories section of the account

On the Categories page a list of all of the existing Categories will be displayed. Selecting the "+ Create" option allows the construction of a Category with the NPS variable type.

Figure 2 - Creating a new Category

When creating a new Category the Display Name and Description fields can be labeled in whatever manner is required. The "Type" dropdown menu must be set to "Net Promoter Score".

Figure 3 - Net Promoter Score option in Type dropdown menu selected

When a NPS Category is created, the NPS option will appear when using the new Category while constructing a Survey.

Figure 4 - NPS Category option displayed on the Survey page

When incorporated into a Survey, the NPS question will look like the below to the customer providing feedback:

Information on reporting on NPS questions and how the information will be displayed can be found in the following release notes article.

Did this answer your question?